Customer Service
Customer Service Mastery Quiz
Test your knowledge of customer service principles and practices with this engaging quiz! Whether you're a seasoned pro or just starting in customer service, this quiz covers essential concepts that can enhance your skills and improve customer satisfaction.
- Learn about active and passive customer service.
- Understand the components of effective communication.
- Explore the importance of customer engagement.
What is the journey of our customers?
Entering the store, registers, leaving the store
Entering the store, sales floor, registers, leaving the store
Entering the store, sales floor, fitting rooms, registers, leaving the store
Entering the store, leaving the store
What can be an Active customer service?
Being approachable and willing to help customers
Cleaning mirrors
Dusting counters
Flowing rails
What can be a Passive customer service?
Smiling
Keeping the store NCO at all times
Refusing to talk to customers
Navigating customers towards the Fitting rooms
What are the parts of our Communication Mix?
Confidence, tolerance, modesty
Politeness, patience, positiveness
Tone, words, body language
Listen, think, act
What is NOT a sign of Active listening?
Looking at our watch as many times as possible
Giving full attention with positive and open body language
Smiling
Maintaining eye contact
What do we call a 10ft bubble?
The distance we have to keep in order to protect our customers’ privacy.
A place we all live in right now.
The distance we have to keep in order to protect our customers’ health.
Looking up, smiling and greeting all customers in our 10ft radius.
Which one is NOT part of our Customer Service Promise?
Ease of shopping
Ratio of price and quality
Returns
Impression of store
What are the 3 Ps?
People, Price, Product
Pick, Place, Perform
Polite, Patient, Positive
Plan, Pray, Paracetamol
Which one is NOT part of the 3 Cs?
Calm
Caring
Confident
Curious
What is a Customer Rescue?
Is where a customer has left us some valuable feedback, and wants to talk to us about it
A Customer Evacuation plan in case of fire.
When we save customers from being injured.
When we manage to save customers from buying items they don’t really need.
Bonus question:)
Brad Pitt comes to the counter and wants to know if Danica is working. What would be appropriate to answer?
Yes, she is in the processing room, let me call her up for you.
She just went to Albert Heijn, probably comes back in 5 minutes.
She is not in today, but will be working tomorrow from 7-16.
Sorry Mr Pitt, I cannot give you such information.
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